Initial Business Response /* (1000, 5, 2016/01/14) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in delivering your order.
Upon review, the order was successfully marked as an expedited order through Sephora and may have been incorreclty...
processed within the UPS facility. We regret that this error occurred and have refunded your Visa ending in 6518 for the shipping charge. Please allow 1-7 business days for this to appear on your financial statement.
We were unable to locate a Flash subscription on the account associated with the email [redacted]@stx.rr.com if you may have a secondary account on Sephora.com please contact our Beauty Advisors by phone so that we may verify information and ensure your Flash subscription applies to your primary account.
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients.
Best,
Sephora Client Services
Dear sir,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We understand that this situation has been frustrating and confusing and would like to make this right. Please call our Beauty Advisors at 1-877-SEPHORA (737-4672) before 12/31/2016. We will be...
happy to replace the order with you by phone and apply the 20% off discount. We regret that any items that are out of stock will not be able to be purchased.
In addition, we have also added 500 points to your Beauty Bank as an apology. These points never expire, and are the equivalent to having spent 500 dollars with Sephora. We welcome you to redeem these points in store or with an online order.
Best regards,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for helping resolve this issue. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015
Dear [redacted],
Thank you for contacting Sephora.com.
As was explained through previous communications, we are unable to reverse any decision made at the store level regarding...
this issue.
We know that this may be frustrating and appreciate your patience and understanding.
If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 8, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These orders were places online. It makes no sense that the company as a whole has no control over stores. Every call I get a different answer. Nothing has been done to make any of this better. They have the power to fix this, they just refuse. This is NOT acceptable.
Final Business Response /* (4000, 10, 2015/08/21) */
Below is a copy of the email this client was sent on 8/21/2015.
Good Afternoon [redacted],
The information which was provided to you previously has not changed and no further action will be taken regarding this matter. On 7/9/2015 you attempted to return multiple items for which you did not have the receipts and were allowed to do so and receive a refund in the form of a store credit; this is the standard return process for any return that is either beyond our standard return time frame and/or is done without the original receipt.
When your returns were processed you were unable to produce the credit card used for the transactions and incorrectly informed the cast member that per client service, your credit card number could be obtained from them and as a result your returns were processed at the discretion of the Store Director in the appropriate manner.
We understand that you are frustrated with the outcome and that you are seeking further accommodations. As was previously explained, Sephora will not be providing further complimentary services, product refunds, or any other form of accommodation.
All Sephora Cast Members with whom you interacted have been consulted and the security footage from the store has been reviewed many times in an effort to view the altercation you claim occurred with a cast member and to ensure that you were given a full service makeup consultation. No altercation of any kind can be seen and though you indicated that your service was only 10 minutes long, the security footage shows that in was in fact 45 minutes. The information at hand demonstrates that your claims are inaccurate and it is on this basis that our decision is made.
Our goal at Sephora is to ensure that our clients are treated with the respect and generosity they deserve and in return, we ask nothing more than the same respect be given. It is our understanding that the cast members went above and beyond to make up for any misstep that may have occurred with your initial visit and we hope you can see the value in how far they were willing to go to ensure your happiness.
Thank you for your understanding in the matter.
Sephora Client Service
Final Consumer Response /* (4200, 18, 2015/09/09) */
I am still looking to have my things returned and an apology from Sephora. I DO NOT consider this closed as Sephora gives local management permission to be abrasive and rude, even via emails so that nothing gets resolved.I feel my money was stolen.
Complaint: [redacted]I am rejecting this response because: my account WAS charged for the order that WAS cancelled, no charge is or was 'pending'. I have proof of both . The transaction was not cancelled but was charged incorrectly by Sephora and the bank can and will validate the charge that went through incorrectly, by Sephora .Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
We are unable to provide any information as it pertains to denied return transactions.
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer...
Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR). Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR report. If a dispute is filed you will receive a notification of what decision was made.Regards,
Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
On occasion, tracking information may be incorrect and we are sorry to see this may have happened with your order. If you have still not received your order, please let us know and we...
Thank you for your response. We have forwarded all information to the appropriate department for review.
As an apology for this experience, we have added an online store credit in the amount of $** to your Sephora account to assist with previous discrepancies. This credit never expires and will automatically apply to your next Sephora order.
Dear Penelope, We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have encountered with your attempted Gift Card purchase. We have spoken with the [redacted] store and have confirmed that [redacted] is working with you personally to ensure you are refunded for the amount...
loaded to the Gift Card. Thank you for your patience and understanding. We hope that you will choose to visit Sephora again. Best, Sephora Client Services
Hello [redacted],
We sincerely apologize for your experience and we thank you for bringing this to our attention. Upon review of your account it does appear that you were assisted with a resolution on [redacted]. We can confirm that $[redacted] has been refunded back to the original form of payment, as a...
Sephora.com online store credit. This amount will automatically be applied to your next merchandise order, there is no special code that needs to be applied at check out.
We understand that you were able to print the Merchandise Return Label, however this system will not notify you if the return is eligible for return or not. This however, is an excellent suggestion and we would be more than happy to see if that can be integrated within the system.
Please note the our Return Policy can be found by visiting the following link: http://www.sephora.com/returns-exchanges
The following link does state that we are unable to accept returns made after 90 days and that items may not be returned by mail, and will not be refunded, 90 days after the purchase date.
We are happy to see that you were able to be refunded for this order since you were not aware of our return policy prior to sending the return.
Should you have any questions please do not hesitate to reach out to us at 1-877-VIB- ONLY (1-877-842-6659).
We thank you for all of your patience and understanding.
Initial Business Response /* (1000, 5, 2015/10/22) */
Dear [redacted],
We have received your Revdex.com complaint and apologize for any confusion regarding your recent order attempt.
According to our records, the order including the Murad serum was attempted twice on October 17th, 2015. If an order...
attempt is made on Sephora.com, a pending hold is placed on the funds. If the order is successful, Sephora settles the charge once the order has shipped. If the order is unsuccessfully placed, the pending hold falls off automatically within 1-7 business days, depending on your financial institution.
Upon review, our agents advised you of the 1-7 business day hold. The additional authorization on your account was released by your financial insitution as of October 20th, 2015.
If the pending authorization still appears on your statement, we recommend reaching out to your financial institution as Sephora.com has not settled on this payment.
Regards,
Sephora Client Services
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We have refunded your [redacted] ending in [redacted] in the amount of $[redacted]. Please allow up to 10 business days for this transaction to appear in your billing statement....
This situation has been frustrating and we are very sorry for the delay. In future, we strongly recommend contacting our Beauty Advisors by phone for issues such as this.
Sent Client email regarding Revdex.com Complain on[redacted]. Advised Client feedback would be forwarded to the correct department so that our agents are properly trained and coached. Appeased Client 500 Beauty Insider reward points as courtesy. Order #[redacted] was reshipped on [redacted] with new Order...
We sincerely apologize for the confusion, however the advertised 1oz bottle available for redemption is considered a Full Size product. Brands often carry travel-size rollerballs or sprays (usually around 0.34oz), as well as full sizes ranging from 1oz up to 3.4oz.
If you would like to provide your Beauty Insider account information, we are still happy to add the 500 points.
Initial Business Response /* (1000, 5, 2016/01/14) */
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for the delay in delivering your order.
Upon review, the order was successfully marked as an expedited order through Sephora and may have been incorreclty...
processed within the UPS facility. We regret that this error occurred and have refunded your Visa ending in 6518 for the shipping charge. Please allow 1-7 business days for this to appear on your financial statement.
We were unable to locate a Flash subscription on the account associated with the email [redacted]@stx.rr.com if you may have a secondary account on Sephora.com please contact our Beauty Advisors by phone so that we may verify information and ensure your Flash subscription applies to your primary account.
We hope that you will shop with us again to give us the opportunity to show you the kind of experience we strive to offer all of our valued clients.
Best,
Sephora Client Services
Dear sir,
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We understand that this situation has been frustrating and confusing and would like to make this right. Please call our Beauty Advisors at 1-877-SEPHORA (737-4672) before 12/31/2016. We will be...
happy to replace the order with you by phone and apply the 20% off discount. We regret that any items that are out of stock will not be able to be purchased.
In addition, we have also added 500 points to your Beauty Bank as an apology. These points never expire, and are the equivalent to having spent 500 dollars with Sephora. We welcome you to redeem these points in store or with an online order.
Best regards,
Sephora Client Services
Dear [redacted],
We apologize for any confusion in regards to our previous response.
There should be no difficulty placing an online order on your account.
We invite you to call us at 1-877-SEPHORA (1-877-737-4672) if you would like assistance placing your order by phone.
Thank you,
Sephora Client Services
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for helping resolve this issue. Sincerely, [redacted]
Dear [redacted]
We have reviewed your Revdex.com complaint and contacted our Distribution Center for additional information about your return.
Our Distribution Center has confirmed that the items returned with your order invoice were non-Sephora items. We regret that we are unable to...
issue a refund for items not purchased from Sephora.
Thank you for your patience and understanding,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/08/14) */
Below is a copy of the email this client was sent on 8/14/2015
Dear [redacted],
Thank you for contacting Sephora.com.
As was explained through previous communications, we are unable to reverse any decision made at the store level regarding...
this issue.
We know that this may be frustrating and appreciate your patience and understanding.
If we can assist you further, please contact us again by replying to this email or via phone at 1-877-SEPHORA (X-XXX-XXX-XXXX).
Regards,
Sephora Client Services
Initial Consumer Rebuttal /* (3000, 8, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These orders were places online. It makes no sense that the company as a whole has no control over stores. Every call I get a different answer. Nothing has been done to make any of this better. They have the power to fix this, they just refuse. This is NOT acceptable.
Final Business Response /* (4000, 10, 2015/08/21) */
Below is a copy of the email this client was sent on 8/21/2015.
Good Afternoon [redacted],
The information which was provided to you previously has not changed and no further action will be taken regarding this matter. On 7/9/2015 you attempted to return multiple items for which you did not have the receipts and were allowed to do so and receive a refund in the form of a store credit; this is the standard return process for any return that is either beyond our standard return time frame and/or is done without the original receipt.
When your returns were processed you were unable to produce the credit card used for the transactions and incorrectly informed the cast member that per client service, your credit card number could be obtained from them and as a result your returns were processed at the discretion of the Store Director in the appropriate manner.
We understand that you are frustrated with the outcome and that you are seeking further accommodations. As was previously explained, Sephora will not be providing further complimentary services, product refunds, or any other form of accommodation.
All Sephora Cast Members with whom you interacted have been consulted and the security footage from the store has been reviewed many times in an effort to view the altercation you claim occurred with a cast member and to ensure that you were given a full service makeup consultation. No altercation of any kind can be seen and though you indicated that your service was only 10 minutes long, the security footage shows that in was in fact 45 minutes. The information at hand demonstrates that your claims are inaccurate and it is on this basis that our decision is made.
Our goal at Sephora is to ensure that our clients are treated with the respect and generosity they deserve and in return, we ask nothing more than the same respect be given. It is our understanding that the cast members went above and beyond to make up for any misstep that may have occurred with your initial visit and we hope you can see the value in how far they were willing to go to ensure your happiness.
Thank you for your understanding in the matter.
Sephora Client Service
Final Consumer Response /* (4200, 18, 2015/09/09) */
I am still looking to have my things returned and an apology from Sephora. I DO NOT consider this closed as Sephora gives local management permission to be abrasive and rude, even via emails so that nothing gets resolved.I feel my money was stolen.
Complaint: [redacted]I am rejecting this response because: my account WAS charged for the order that WAS cancelled, no charge is or was 'pending'. I have proof of both . The transaction was not cancelled but was charged incorrectly by Sephora and the bank can and will validate the charge that went through incorrectly, by Sephora .Sincerely,[redacted]
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for any inconvenience.
We are unable to provide any information as it pertains to denied return transactions.
For questions regarding store return decisions, please contact TRE (The Retail Equation) Customer...
Service at 1-800-652-2331, Monday through Friday, 8am-5pm PST, send them an e-mail to [email protected] or a letter to the mailing address listed below.TREPO Box 51373Irvine, CA 92619TRE (The Retail Equation) will be able to provide you with your Return Activity Report (RAR). Once you receive this report there is a process to dispute the accuracy or completeness of any information contained in the RAR report. If a dispute is filed you will receive a notification of what decision was made.Regards,
Sephora Client Services
Dear [redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for this experience.
On occasion, tracking information may be incorrect and we are sorry to see this may have happened with your order. If you have still not received your order, please let us know and we...
will be happy to refund you.
Best regards,
Sephora Client Services
Dear [redacted],
Thank you for your response. We have forwarded all information to the appropriate department for review.
As an apology for this experience, we have added an online store credit in the amount of $** to your Sephora account to assist with previous discrepancies. This credit never expires and will automatically apply to your next Sephora order.
Best regards,
Sephora Client Services
Dear Penelope, We have reviewed your Revdex.com complaint and sincerely apologize for the difficulties you have encountered with your attempted Gift Card purchase. We have spoken with the [redacted] store and have confirmed that [redacted] is working with you personally to ensure you are refunded for the amount...
loaded to the Gift Card. Thank you for your patience and understanding. We hope that you will choose to visit Sephora again. Best, Sephora Client Services
Dear [redacted],
Thank you for your patience.
At this time, Sephora has addressed your concerns via private correspondence (outside the Revdex.com) as well as via the Revdex.com.
Due to the sensitive nature of this issue, we recommend that any further correspondence be sent directly to Sephora.
Regards,
Sephora Client Services
Hello [redacted],
We sincerely apologize for your experience and we thank you for bringing this to our attention. Upon review of your account it does appear that you were assisted with a resolution on [redacted]. We can confirm that $[redacted] has been refunded back to the original form of payment, as a...
Sephora.com online store credit. This amount will automatically be applied to your next merchandise order, there is no special code that needs to be applied at check out.
We understand that you were able to print the Merchandise Return Label, however this system will not notify you if the return is eligible for return or not. This however, is an excellent suggestion and we would be more than happy to see if that can be integrated within the system.
Please note the our Return Policy can be found by visiting the following link: http://www.sephora.com/returns-exchanges
The following link does state that we are unable to accept returns made after 90 days and that items may not be returned by mail, and will not be refunded, 90 days after the purchase date.
We are happy to see that you were able to be refunded for this order since you were not aware of our return policy prior to sending the return.
Should you have any questions please do not hesitate to reach out to us at 1-877-VIB- ONLY (1-877-842-6659).
We thank you for all of your patience and understanding.
Regards,
Sephora Client Services
Initial Business Response /* (1000, 5, 2015/10/22) */
Dear [redacted],
We have received your Revdex.com complaint and apologize for any confusion regarding your recent order attempt.
According to our records, the order including the Murad serum was attempted twice on October 17th, 2015. If an order...
attempt is made on Sephora.com, a pending hold is placed on the funds. If the order is successful, Sephora settles the charge once the order has shipped. If the order is unsuccessfully placed, the pending hold falls off automatically within 1-7 business days, depending on your financial institution.
Upon review, our agents advised you of the 1-7 business day hold. The additional authorization on your account was released by your financial insitution as of October 20th, 2015.
If the pending authorization still appears on your statement, we recommend reaching out to your financial institution as Sephora.com has not settled on this payment.
Regards,
Sephora Client Services
Dear[redacted],
We have reviewed your Revdex.com complaint and sincerely apologize for your recent experience.
We have refunded your [redacted] ending in [redacted] in the amount of $[redacted]. Please allow up to 10 business days for this transaction to appear in your billing statement....
This situation has been frustrating and we are very sorry for the delay. In future, we strongly recommend contacting our Beauty Advisors by phone for issues such as this.
Best regards,
Sephora Client Services
Sent Client email regarding Revdex.com Complain on[redacted]. Advised Client feedback would be forwarded to the correct department so that our agents are properly trained and coached. Appeased Client 500 Beauty Insider reward points as courtesy. Order #[redacted] was reshipped on [redacted] with new Order...
#[redacted].
Dear [redacted],
We have reviewed your Revdex.com complaint and are very sorry to hear about your recent experience shopping through Sephora.com.
We would like to research this matter further. Please send us an email to [redacted] with the Subject Line Revdex.com Complaint ID #...
[redacted]. Please include your Gift Card number (no PIN required) so that we may locate the Gift Card within our system and take the next steps.
We appreciate your patience as we work to resolve this issue.
Warm regards,
Sephora Client Services
Complaint: [redacted]I am rejecting this response because: I did not receive thatSincerely,[redacted]
Dear [redacted],
We sincerely apologize for the confusion, however the advertised 1oz bottle available for redemption is considered a Full Size product. Brands often carry travel-size rollerballs or sprays (usually around 0.34oz), as well as full sizes ranging from 1oz up to 3.4oz.
If you would like to provide your Beauty Insider account information, we are still happy to add the 500 points.
Best regards,
Sephora Client Services
Dear [redacted],
We apologize for any confusion.
In order to best resolve your concerns, we have ensured that the retail division contact you directly.
We recommend checking your phone and/or emails, including your spam folder.
Thank you,
Sephora Client Services